The Role of Logistics Service Quality and Logistic Service Innovation on Customer Satisfaction and Its Impact on Service Repurchase Intentions in the Courier Industry

Abstract

This study aims to analyze the effect of logistic service quality and logistic service innovation on customer satisfaction and its impact on repurchase service intention. The sample in this study was 100 logistic service users in Bandung, West Java, for the number of variables 44 measures who had used logistical services such as JNE, Tiki, Sicepat, Pos Indonesia, and others.  The sampling technique using simple random sampling. Data collection techniques by distributing questionnaires, interviews, and recording documentation from respondents. Data analysis using the Structural Equation Model (SEM) based on Partial Least Square (PLS) with SmartPLS 3.0 tool. The results showed that logistic service quality and logistic service innovation had a positive and significant effect on customer satisfaction. The role of logistic service quality has the most dominant effect on customer satisfaction compared to logistic service innovation. The dimension that most contributes to logistic service quality is timeliness. Then customer satisfaction has a positive and significant effect on repurchase service intention. This study also provides a recommendation to the logistic service industry to pay attention to the quality of service to consumers, especially on the timeliness factor.